VivaAerobus Reviews 503

If travelling light - avoid. Flight was fine but they are very difficult with luggage. I bought a ticket which included overhead luggage and was travelling light specifically for the purpose of avoiding checked luggage due to timings. They forced many people to check in their luggage (despite throwing away all of my liquids above the 100ml allowance). Rude staff too - only use if it’s your only option for travel.

I used viva on 2-19-24 my baggage is lost, I have my medications and important papers but, still did not arrive I have communicated with them in a thousand ways and I have no answer, they offered to check my baggage for free since the flight was full but I couldn't imagine this would happen to be honest I'm very disappointed of this airline because of their mistakes I'm having a very bad time they have terrible customer service it's a shame because they charge a lot of money for their bad service

This airline is the worst I have ever experienced. There is virtually no customer service. No information is provided and it is not possible to add additional luggage. Once at the airport, the staff is rude and unhelpful. They try to squeeze the highest amount of money out of you, by sending you to another hompage: mivuelo.online - where they charge you even more.
Really beyond saving, it is just a rotten company.
Please avoid and save yourself from this horrible experience.

THE WORSE AIRLINE!!!
¨Viva Aerobus¨ charged me $120 to check a 22 kg suitcase at JFK airport in New York. The airline staff lost my luggage and they don't want to take responsibility. I have sent multiple emails and they always respond with excuses.
They offer me 873 USD in compensation but it is not fair because the value of my lost luggage is more than 1,300 USD.
That company is abusive and they make the excuse that they follow Mexican laws, but it was an interanational flight!!!

Our checked luggage was broken into, safety lock removed (which is an integral part of the suitcase, not a small external one) and the company won’t take any responsibility for it or offer a refund. Appalling. Plus the flight was 90’ late because they didn’t have enough staff on board our flight CDMX to Mérida. Never again.

These guys didn't let me board because of a tourist fee that i was not supposed to pay since i was just transiting through Cancun to go to my final destination of Vancouver. They said i had to pay $38, which i reluctantly agreed to but then there cc machine wouldn't work, and because of this, they didn't let me board the flight, and i missed my connecting flight from Cancun as well. All this, for a tourist fee which i was not obliged to pay in the first place(since i wasn't staying in Mexico, just transiting). I had to book an expensive flight the same day on my own and these guys didn't even bother refunding the ticket for their flight, which they made me miss for no reason. I contacted customer support, they keep saying we have refunded the ticket but it does not show in my cc, plus they don't provide a proof of the refund. Pathetic, never would i travel with this low cost carrier. Lesson learnt.

I saw all the bad reveiws, but in my case, this was the best experience ever.

The flight was on time, the take-off and landing was very professionel, and the service was good.

I went with Viva from Cancun to Villahermosa, and from Villahermosa to Mexico City in january 2024.

I have tryed many different companies because i travel a lot, and Viva is in my top 3!

Worst flight and not working App. I tried to check in but couldn't because I was traveling with a baby. The app said we have to go to the check in at the airport. When we arrived they said the flight is overbooked and we should have checked in before. Which I explained them is not possible and I showed it to them on the app. They told me I have to wait 6 hours for the next flight. Imagine that with a 5 month old baby. I don't know what kind of people work in this company but to me it's common sense that mothers with baby's should have a priority. But not in this airline. The they told us we will get a voucher for 200 pesos per person inside. I asked them inside but the person told me there is nothing. Then I wanted to ask his manager. He told me I should have gotten this on the check in. After minutes of arguing with them and talking to three people they finally gave us a voucher. Which is also a joke. They only want to ripp you off. At the end we had to wait 7 hours because the plane we took was also delayed. This airline is a nightmare. Stay away from it

This airline wouldn't allow me to change dates and I will lose the money I spent on airfare for 3 people unless they make an exception. Yes, I selected their no-change policy when I checked out, but I didn't foresee having to change the dates! They should have some kind of exception policy, even if I had to pay a fee I don't care, I am not happy with this airline at all... it's like they are stealing my money!!!! All they have to do is allow me to change my dates to make this right, but I've called their customer service and they told me it's not possible... I know it's possible, it's the company's policy that is impossible... there needs to be exceptions!!!!!!!!!!!!!!!!!!!!!! Unless they make this right I will never use this airline again!!!!

Would give a zero. Horrible delays, no reasons why. Tried rebooking multiple times and only kept getting delayed.

I am really surprised at the number of bad reviews as i just flew 4 trips with them ( 2 RTs) and was way better than expected. I needed to change a flight, no problem, with a smile. Counter staff and flight crew , all friendly. Comfort - ok for 2 hour flight (not much more). All flights on time, For a budget airline - pretty darn good, I have had way worse on traditional carriers at way more money.

I have never experienced this level of rudeness, incompetence, and arrogance from any costumer service team at any other organization. From the counter workers to the over-the-phone costumer service reps, to the flight attendants to the pilot. No airline employee I interacted with gave a damn about their costumer's issues or concerns and had no intention of helping in any way. They stick to a script, no critical thinking or problem-solving skills involved. This clearly reflects larger, systemic issues within the airline culture. So, I will never be doing business with VivaAerobus again. I'm surprised they still exist. STAY AWAY!

Worst airline experience! Avoid at all costs! They cancelled my flight and refused to refund it regardless. They planes are outdated AF and they're always late. AVOID.

I tried to cancel my flight and the agent would not take my email address that I had booked the flight with. Therefore I was unable to cancel. Please be aware of this before booking a flight with this airline.

Don’t waste your money or your time!
We went to the airport to check in and the manager was telling us that the gates were closed, we were there about one hour before the flight left to Mexico City. She kept telling us and five other people that they were closed and to call customer service. She was rude and the other staff laughed at us. When we called customer service they told us they could do nothing and that we should’ve been there 3-5 hours before boarding, which is crazy because nowhere on their website does it say to be there 5 hours before boarding. We couldn’t bump the flight for the next day nor get a refund. Customer service was rude and they just hung up when we tried to explain what happened. My uncle was on that flight and he told us that the flight was full, so I think they were just making up excuses and blaming others, rather than taking blame and trying to accommodate us. There were six passengers that were left out of the flight and neither of them got a refund or a ticket for another flight.
Save yourself from wasting your time and money! It’s not worth the headache.

We sent our 15-year old daughter to Mexico to meet some relatives and we paid for a window seat. When she got to her seat, a married couple started to bully her when she inform them that the wife was sitting in our daughter's seat. They acknowledged that this was the case but informed our daughter that she would have to make them move. So, our daughter went to the flight attendant to give her a chance to do her job. She also acknowledged that the wife was in our daughter's seat but refused to do anything about it and informed our daughter she would have to find another seat. Just despicable.

What when wrong? Everything, with this company.
Did not follow their own procedures on involuntary bumping. Did not explain what to do next, turns out there is a protocol and if not followed, adios. Not their problem anymore.
Never got to fly. When asked for credit they accused me of printing boarding passes at home and never showing up for the flight. Not making this up. Airline industry is out of control.
partners with Kiwi.com who solely exists to steal your money.
The rest of summer vacation went exceptionally well.
These 2 companies are the worst. Avoid them if you can.

We used Viva Aerobus to transport our cats from Colombia to Chicago. On the trip to Chicago, we had to receive the cats at the cargo section of the airport after midnight. Before the offices closed, we went to confirm that the location our Pet Services representative told us was correct and to talk with someone at the office to confirm that someone would be there to release the cats. Everything was confirmed. At the time of arrival, an employee, Julio, was there to greet us. He left to receive the cats, but did not return until 4 in the morning- all the while we were sitting in a parking lot in the wee-hours of the morning. He claimed that no one would surrender the cats to him due to lack of paperwork (which was not true- our broker turned everything in). We went back to our hotel room after Julio told us we should come back at 8am when the office opened. At 6am, the cats' Airtags marked them BACK in Mexico- they had arrived to Chicago but then sent back to Mexico. Had it not been for the Airtags, no one would have known where the cats had gone! No one was at the airport in MX to receive them again. It took hours for anyone to confirm that they were in Mexico. No one would take responsibility for the mistake- and the story Julio told us about the paperwork wasn't true as the cats would have already been returning to Mexico by the time we spoke with him. The cats returned to Chicago, 24 hours later and due to my diligence at the office all day, the workers at the office, Julio and Luis, made sure the cats were successfully released to me upon arrival. Due to this grave mistake, we needed to stay an extra night in Chicago, spend more money on food and lodging than expected. The cats were in terrible shape- they were extremely distraught and full of their own urine and fecal matter. The airline has not responded for any of the extra charges we assumed due to their error, nor to the toll their error had on our pets that were entrusted to their care.

So so disappointed. My 1st time on this airline i will think about it twice before going here again . To begin with they wait til u going in the plane after they ask for you passport and boarding pass to weight you luggage and bags only to charge you extra because you won't have any other option. I had to pay $30dll for only having like 3shirts that i bought at airport that were sticking out of my bag and Even if you try to fix your stuff to have the correct weight, they still don't care they keep arguing with you. Alot of people in line were stressing and arguing with the staff.Viva aerobus need to have better service,and be more friendly and let people weight all luggages before making lines to go in the plane. And not wait til the last minute. Alot of us ended up not consuming food or drinks in the plane.Hope all these bad comments and bad reviews help this airline improve their service.

I fly a lot with VivaAerobus, never had a problem.
They helped a lot when my flight was canceled due the Popo eruption in Mexico city, they could accomodate all my family in another flight and another route.
You must know it is a low cost airline, so you won't be offered snacks and drinks for free.